Welcome & Service Assistant

Summary

Working within a bustling atmosphere as part of passionate team this role as a Welcome & Service Assistant, plays a core part in providing fantastic customer service. This role will be perfect for someone looking to gain a whole seasons worth of experience within the heritage and visitor services industry as well as insight into the National Trust as a charity and our Growing Support priorities.

Contract: This is a one year fixed-term role from your start date, in order to support Polesden Lacey's membership and visitor objectives.

Hours/working pattern: This is a full time role, based on 37.5 hours per week and requires working weekends, bank holidays and school holidays.

What it's like to work here

Reporting to the Welcome Manager, you’ll be part of a mixed team of staff and volunteers working within the Visitor Experience department. This is a public facing role which can be both challenging and rewarding. Training on our customer policies and expectations will be provided.

Polesden Lacey welcomes over 300,000 visitors a year, a normal busy day could be between 2,500-3,000 visitor, so if you are looking for non-stop action and multi-tasking then visitor welcome is the place for you.

Some of our large events throughout the year include Easter, Summer theatre and Lazy Jazz, Outdoor Cinema, and Christmas. However we are also a popular local property and welcome many regular visitors who come for coffee and a walk whatever the weather. 

What you'll be doing

What a typical day might look like:

• getting visitor reception ready, taking notes from the daily briefing so you know what tours are on, coach visits, mobility bookings etc 
• offering admission prices and explaining Gift Aid on Entry to visitors 
• learning about membership so you can offer and explain the benefits of being a Member 
• understanding the different ways of 'Growing Support' a key part of your role, this includes fundraising. 
• taking responsibility for acting when experience hasn't met visitor expectations, owning the problem and resolving it on the day. 
• be able to have meaningful conversations with visitors and be responsive to visitor flow 
• celebrate success, talk about learning points, share feedback with your team colleagues and managers . 
• be accountable and confident to follow compliance procedures to 'Grow Support through Service' 
• you may be asked to help out in other areas to support the property with service recovery, e.g. clearing cafe tables, emptying bins, light check and restock of toilets.  

Who we're looking for

We'd love to hear from you if you are:

• customer focused with an understanding of the importance of great service

• a team player, but also can work on your own initiative

• well organised and adaptable

• willing to learn new skills

• have a positive attitude  

The package

The National Trust has the motto ‘For everyone, for ever’ at its heart. We’re working hard to create an inclusive culture, where everyone feels they belong. It’s important that our people reflect and represent the diversity of the communities and audiences we serve. We welcome and value difference, so when we say we’re for everyone, we want everyone to be welcome in our teams too.

• Substantial pension scheme of up to 10% basic salary

• Free entry to National Trust places for you, a guest and your children (under 18)

• Tax free childcare scheme

• Rental deposit loan scheme

• Season ticket loan

• Perks at work discounts i.e. gym memberships, shopping discount codes, cinema discounts

• Holiday allowance up to 32 days relating to length of service, plus holiday purchase scheme, subject to meeting minimum criteria.

• Flexible working whenever possible

• Employee assistance programme

• Free parking at most locations

• Independent financial advice

Click here to find out more about the benefits we offer to support you.